Responsibilities

The Implementation and Optimization team manages the operational execution and strategy of all workflows related to human moderation for Trust and Safety within USDS. They work closely with multiple cross-functional partners, both within USDS and Global, to ensure that moderation workflows are launched, staffed, optimized, and meet efficiency metrics. They are experts in queue design, SOP management, queue allocation strategy, process design, and operational target setting for the business.

Responsibilities:

Organize the process, implementation, and launch of product/policy developments, strategy intakes, and recovery/normalization projects. Responsibilities include coordination, status updates, problem resolution, and resource allocation.
Collaboration with XFN teams like Product and Algo/Eng for any new projects or workflow requests, gathering any information that would support the planning and allocation process.
Design and execute an operations strategy for allocating workflows between in-house and BPO teams and maximizing the effectiveness of the infrastructure.
Work alongside Capacity and WFM teams to ensure proper staffing and forecasting.
Coordinate with Training and Quality for any new requests that come in and ensure that coverage is allocated when needed.
Ensuring that projects are documented, risk is reduced, resources are properly allocated and equipped, and issues are managed in the process.
Responsible for connecting all stakeholders to keep everyone informed of the plans, strategies, and updates to fulfill and manage the requirements needed.
Keep track of progress and communicate updates and changes in a timely manner, while keeping everyone accountable.
Assess the effectiveness and health of the products and propose changes to optimize/normalize the queue and moderation workflow.
Improve the business operation efficiency. These changes can range from identifying strategy issues to initiating queue interface changes.
Set achievable targets and hold moderation teams accountable to those standards in coordination with XFN, such as Site Management, RM team, and QA team.
Coordinate with all stakeholders to analyze efficiency & productivity (SLAs) and/or quality metrics (KPIs) and create operational plans to address root causes and escalate moderation issues.
Create and manage all knowledge about workflows within USDS - ensuring it reflects the most up to date information for both product details and moderation workflows.
Ensure queues are ready for use by creating the production and training queues, binding the policy, aligning with the product team on template changes/requirements, enqueueing training cases, creating the TTP logical queue, and updating documentation.

Qualifications

Minimum Qualifications:

3+ years of work experience, ideally in Trust & Safety, Operational, or Program Management roles
Demonstrated success in managing strategic and operationally complex projects
Proven ability to collaborate cross-functionally
Ability to thrive in ambiguous environments, identify trade-offs, and make decisions with limited information in important situations

Preferred Qualifications:

Attention to detail, highly self-driven and results-oriented
Strong written and oral communication skills
Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
Your resilience and commitment to self-care to manage the emotional demands of the role

Job Information

【For Pay Transparency】Compensation Description (Annually)

The base salary range for this position in the selected city is $96000 - $168889 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
Exercising sound judgment.

About USDS

TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.

On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

USDS Reasonable Accommodation

USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/USDS-RA

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